IT Service Support Technician

Description The IT Service Support Technician will work as a member of the Service Team in a hybrid on/off-site role. The primary responsibilities are as follows: Answering and handling large amounts of Tier I/II IT Support Desk call volume Onsite/Offsite customer support facilitating service desk and end user needs. Assist with imaging and deployment workstation efforts. Perform & document asset and inventory tracking initiatives. Manage ticket escalation from the Level I service desk. Provide a high level of service excellence to end customers. Work on Professional Services Automation ‘PSA’ (ConnectWise) improvements and automations: Assist with Ticket administration Assist with Ticket standardizations Research, develop, and test PSA automations Handle and support Tier I Service Desk requests, including but not limited to: Password resets Windows 10/11 OS issues Office suite issues (Outlook, Word, PowerPoint, Excel, SharePoint, etc.) Mobile device (Android/Apple) issues Manage customer inventory, as well as shipping/receiving in conjunction with on-site resources Develop technical documentation for customer executives and technical teams Deliver technical services to customers in need of complex IT technical troubleshooting Administer, document and close out customer tickets through ticketing system Obtain technical certifications for Company partnership requirements Study and evaluate new technologies for both internal and customer facing solutions Assist with internal Company IT needs Requirements 3-5 years experience in a high volume support desk environment Ability to sit/stand on the phone for extended periods of time Ability to follow instructions and work independently Excellent communication and documentation Work as a team player focused on service excellence Willingness for continual professional development #J-18808-Ljbffr KU Telecom LLC